Helping Hands Ferndown

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment we rated this key question Good. At this assessment the rating has remained Good.

This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

Staff consistently demonstrated kindness, empathy, and compassion in their interactions with people using the service, always respecting individuals’ choices, privacy, and dignity. Feedback from people and their relatives described staff as “professional,” “kind,” “helpful,” “patient,” and “caring,” highlighting the strong relationships developed and the time staff dedicated to meaningful engagement. Sensitive approaches to personal care were evident, with staff preserving dignity by providing sufficient space and privacy.

The provider considered people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Staff consistently treated people as individuals, ensuring that care and support met each person’s needs and preferences. Care plans reflected detailed information about people’s histories, interests, routines, and what was important to them.

The provider took account of people’s abilities, aspirations, cultures and protected characteristics. Staff feedback demonstrated an understanding of people’s routines and respect for their choices. We saw evidence of care being adapted as needs changed. People using the service and their relatives reported that staff listened, responded to suggestions, and provided consistent care. Relationships built between staff, people and their families enabled individualised support, including for those with complex care and support needs. The provider’s approach to care planning and staffing ensured people received respectful, responsive and individualised care on each visit. A person told us, “The staff all understand the importance of a chat .”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People told us the support they received provided reassurance and safety and enabled them to carry on living independently in their own homes. A person said, “Staff are keen to ensure we get as much out of our lives as we can.”

Staff encouraged people to maintain as much independence as possible in their everyday lives to promote their sense of wellbeing. A staff member told us, “Supporting people to do as much as possible for themselves where they are able, i.e. mobilising independently, washing, dressing and feeding themselves, thus promoting self-sufficiency and self-confidence and the confidence to feel able to ask for support when they need it.”

Care plans described what aspects of their care people could do for themselves, where they needed supervision or prompting and when staff needed to provide support. Prompts and supervision maximised people’s independence and safety.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

Staff were described as proactive and professional. People and their relatives told us staff were punctual and stayed for the full duration of their visits. When issues did occur, such as missed medicines or safeguarding concerns, the provider acted promptly to address and resolve them.

Systems were in place to ensure people received timely support when needed. In an emergency, staff were able to access ongoing support from the office team. They stayed with the person until appropriate assistance arrived, such as an ambulance, and accompanied individuals to hospital when required. This helped ensure people felt safe and well supported during emergency situations.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff reported that the provider enabled them to deliver high-quality, person-centred care by offering accessible support and guidance. Continuity of care was highlighted positively by some staff members while others noted occasional challenges with staffing pressures, indicating some strain on resources at times. Despite this, people told us that staff maintained a courteous, respectful approach, describing them as “proper and professional,” and “relaxed and friendly.” This showed staff continued to build positive relationships even when under pressure.

Processes such as staff shadowing, observation and structured introductions were in place to support workforce development and maintain standards.

The management told us there was an employment support service for staff which gave all staff access to 24-hour confidential support and counselling sessions. There were posters displayed in the office training room confirming this.